|Job Title||Communications Supervisor|
|Reports to||Karey Lyle|
Title: Communications Supervisor
Exemption Status (FLSA): NonExempt
Summary of Duties:
The Communications Supervisor is responsible for all aspects of the Communications Department. The Communications Supervisor will maintain payroll, scheduling, discipline and praise for the subordinates in the department. It is expected that the Communications Supervisor will not be depended upon to navigate and dictate each call but to maintain oversight of the entire process.
I. DESCRIPTION OF ESSENTIAL DUTIES:
A. Assist in the development and implementation of standard operating practices, policies, and procedures
B. Maintain a Policy and Procedure manual for the department
C. Training and mentoring of new employees to ensure a level of proficiency is met for all new employees
D. Hiring, Evaluation and Promotion of all communication employees with the approval from the department director.
E. Staff scheduling, coordination of paid time off
F. Create and change staff schedules as dictated by demand and performance
G. Maintain ‘Customer Service First’ as the Department’s number one priority
H. Work directly with clients and communications to resolve service issues and improve practices to prevent reoccurrences
I. Look at ‘Lost Calls’ for patterns and develop game plans to reduce
J. Review and report on trends in call demand, by hour, UHU, dispatcher, location, etc.
K. Capture ASAP calls vs. prescheduled calls and ensure proper prioritization, track data on performance
L. Create and maintain logs necessary to perform quick checks and assessments to ensure the highest quality
M. Promote continuing education and training within the department
N. Develop a strategy to “pre-assign” as many calls as possible
O. Look to build relations with other departments to help facilitate better performance
P. Measure department performance and create initiatives designed to motivate staff towards positive goals
II. KNOWLEDGE, SKILLS AND ABILITIES:
A. Must be well versed in daily operations as it pertains to the ambulance industry and operational strategies.
B. Ability to report detailed analysis of deficiencies and trends to aid in better scheduling
C. Reading skills to comprehend correspondence and materials specific to the healthcare industry. Often this material includes technical EMS material, medical terminology, memos, manuals, and other documents.
D. Writing skills to compose complex correspondence or reports with minimal direction provided.
E. Excellent interpersonal skills to give directives and provide information in a professional manner.
F. Must be able to deliver professional correspondence in a timely and efficient manner.
G. Computer literate with extensive experience in the operation of personal computers and Management Information Software including programs such as data base management, word processing and spreadsheets, EPro, (MAC, PC or compatible).
H. Self-motivated, well organized, capable of working closely with others.
I. Ability to perform a variety of tasks, often changing assignments on short notice. While this position usually required working weekdays, must be able to work flexible hours if needed.
III. EDUCATION, EXPERIENCE AND LICENSURE
A. Two (2) years of EMS experience required, EMS licensure and scheduling experience preferred.
B. Previous oversight of a group of at least 10-15 people.
C. EMD Certification
D. Microsoft Excel and Access experience and ability to import and interpret high volumes of data.
E. Must have the ability to work in high volume, detail-oriented and deadline-driven environment.
The information provided in this description is designed to indicate the general nature and level of work performed by incumbents within this position. It is not to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this position. MedicOne Medical Response has the sole discretion to add or modify the duties of the position and to designate other functions at any time. This position description is not an employment agreement or contract.